Dear MrCollins: On February 10, 2016, we received your complaint, dated February 8, 2016, filed with the Revdex.comYou disputed the shipping fee applied to your DISH Network account, and you requested to have your satellite dish removedWhen we spoke, I explained that DISH Network does not request the return of your dish and, as it is considered a permanent fixture, it becomes your property once your account is disconnectedI also advised you that I made an exception and waived the $fee applied to your account, as a courtesyWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response / [redacted] (1000, 4, 2015/12/23) */ December 17, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On December 14, 2015, we received your complaint, dated December 11, 2015, filed with the Revdex.com Although I received your voicemail, my attempts to contact you by phone at (XXX) XXX-XXXX on December 14, and 16, 2015, were unsuccessful; however, I left three messages You expressed concern with the early termination fee to disconnect your internet serviceYou are dissatisfied with the service Your internet service was activated on September 19, 2015, with a 24-month commitmentThe Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the networkThese policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed I made an exception and waived the term commitment for your internet serviceYou may disconnect this service at any time without penaltyPlease be advised that the term commitment for your TV will still apply You also mentioned that you experienced technical issues with your TV service, purchased a modem that was not needed and the installation for the internet service was not completed; however, you confirmed that these issues were addressed If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [redacted] Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (2000, 6, 2016/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Response accepted only because I was alowed to cancel the Internet service without being charged the early termination feeTechnical support issues with poor internet service were never resolved
June 27, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On June 24, 2016, we received your complaint, dated June 22, 2016, filed with the Revdex.com You maintain that when you called us on June 15, 2016, to try to negotiate a price match for a DIRECTV offer, the agent told you there would be no charge to disconnect the service This account was established on April 9, 2015, under the Digital Home Advantage 24-month agreement (copy enclosed)Since you did not fulfill the commitment, you were charged a $early termination fee When I spoke with you by telephone today, I informed you that a review of the call on June 15, 2016, reveals that the early termination fee was not discussed and you were not told it would be waivedThe fee remains valid If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT [redacted]
Initial Business Response / [redacted] (1000, 10, 2015/06/29) */ June 25, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On June 19, 2015, we received your complaint, dated June 15, 2015, filed with the Revdex.com You said that you canceled your DISH Network account due to ongoing technical issuesYou requested that the early termination fee be waived When we spoke by phone, I advised you that I have met your request to waive the early termination feeYou will receive a refund of $ If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank youVery satisfied with the resolution
Dear Mr [redacted] : On April 19, 2016, we received your correspondence, dated April 18, 2016, filed with the Revdex.comYou said you were not advised of the cost for the DISH’n It Up (DIU) Hopper upgradeI attempted to reach you at ###-###-#### on April 21, and 25, I left three voice messagesA review of your two chats from April 4, 2016, reveals that the agents provided full disclosure for the DIU promotionOur agents informed you of the one-time fee of $for the Hopper and technician visitBecause you agreed to add the Protection Plan at $per month to your account, we discounted the technician visit to $The agents also informed you of the additional monthly equipment feesOn April 18, 2016, a courtesy credit of $was applied to your accountNo additional credit is warranted Although the billing is accurate, I also made an exception and waived your DIU early termination feeIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-####
December 14, 2017Mr [redacted] ** ***Re: Revdex.com Complaint # [redacted] Dear Mr***:On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com.You said that when you canceled your service, you were told by an agent that no fees would be applied to your account unless you failed to return the leased equipmentYou disputed the payment of $that was collectedYou requested a refund and said that you will pay the balance in January We have no record of the events you describedYou established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitmentUnder this promotion, you authorized DISH Network to collect a payment with your qualifying credit card account ending in [redacted] for the early termination and unreturned leased equipment feesI enclosed a copy of your signed DHA agreement for your reviewOur records reveal that your service was disconnected due to nonpayment on July 23, We have no record that you called to cancel your service prior to this dateBecause your account was disconnected prior to the promotional fulfillment date, you were billed $for the early termination feeA payment was collected for this fee on December 11, 2017, from your qualifying credit card accountPlease note that we sent a ten-day notification email to you at [redacted] on October 6, This notice discloses our upcoming attempts to collect payment for the early termination fee.When you spoke with MsKimber S***, a DISH Network Case Manager from the Executive Escalations Team, via email on December 12, 2017, she informed you that we are unable to honor your refund requestWe ask that the balance of $be paid for service rendered through the disconnection dateIf there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely,Christina A [redacted] Case Manager Executive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:am to 2:pm MST(720) 514-7082Enclosurecc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 9, 2015/05/07) */ May 5, Ms [redacted] - [redacted] Dr [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms [redacted] - [redacted] : On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the Revdex.com You expressed concern with the billing statements that you receivedYou maintain that you canceled your service as of December 31, You requested a letter from DISH Network confirming that you are no longer a customer Our records reveal that you contacted us on December 1, 2014, indicating that you would be out of the country for two monthsAt that time, your service was placed on DISH Pause for three monthsDISH Pause was removed on March 9, 2015, because the allowed time frame was exceededAs a result, your previous service charges were reinstatedNotification of the DISH Pause addition and removal was provided via email to ***[redacted] [redacted] @***.COM on the corresponding dates When you contacted us on March 31, 2015, regarding your billing dispute, you were told to disregard the billing statement and you were placed on paperless billing; however, your service was not disconnectedI apologize for this oversightAs you requested, I disconnected your serviceI also backdated your service charges, leaving a zero balance We strive to provide excellent service and regret that your experience was unfavorable If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-*** Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
[redacted] ** [redacted] *** [redacted] [redacted] Dear Mr [redacted] : On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.comYou expressed concern regarding the $price offered in a DISH Network promotionMy three attempts to contact you at ###-###-#### on January 7, and 11, 2015, were unsuccessfulHowever, I was able to leave a message and my contact informationI also sent an email to you at d [redacted] @gmail.com (copy enclosed), but I have not received a responsePlease contact me at ###-###-#### at your earliest convenience to address your concernI will be happy to review the offer you were providedSincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-#### [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Dear Ms***: On January 29, 2016, we received your complaint, dated January 28, 2016, filed with the Revdex.comYou indicated that your account should have been disconnected when you moved, but it was placed on DISH Pause and we charged you for service for nearly a yearYou stated that you were told that if you paid $there would be no other chargesTherefore, you disputed that this account was referred to collections and requested that it be removedA review of the call on November 3, 2014, reveals the agent with whom you spoke informed you that DISH Pause would be available for a maximum of nine monthsYou indicated that your new residence would be temporary and agreed to pause your account until you had a permanent residenceThe agent also advised you to take your receiver and remotes with you and we would install the system for free at the new locationYou requested that DISH Pause begin on Friday, October 7, You did not provide any new information (address, email address or phone number)During the time that your account was on DISH Pause, you were not billed for serviceHowever, DISH Pause expired on August 7, 2015, and you called to disconnect your service on October 6, After the service was disconnected, the return boxes shipped to the address listed on your accountYou called us on October 6, 2015, because you received an email showing a balance dueYou verified the address to be [redacted] ***The agent informed you that the early termination fee was $Although you stated that you already paid the early termination fee, we had not previously billed you for an early termination feeThe supervisor you spoke with removed the programming charges of $ During another call on October 15, 2015, the representative told you that unreturned equipment fees had not posted to your accountWhen I spoke with you by telephone today, you informed me that you changed your address during the call on October 6, I listened to the call again and found that during the supervisor call, the address was changedAs an exception, I reversed the $balance and submitted a refundI also removed the equipment from the account and notified collections to remove this account from your credit reportPlease allow six to eight weeks for the updateIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-####
December 9, Mr [redacted] **[redacted] ***, ** *** Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On December 5, 2016, we received your complaint, dated December 2, 2016, filed with the Revdex.comYou expressed concern with the monies you paid for a new receiverYou requested a refund, as you indicated that the receiver was in warrantyYou also stated that you had an unresolved issue from July 2016; however, you did not provide additional details Our records do not show that you purchased a receiver from DISH NetworkWhen we spoke by phone on December 7, 2016, you stated that when you contacted us regarding your equipment issues, you were told to contact a local retailerYou asked that DISH Network provide the retailer ( [redacted] ) with a new receiver so they can provide you with a refundPlease be advised that retailers are independent companies and any transactions through them are separate from DISH Network transactionsThey are also responsible for their own equipment inventory and sales A review of the customer service call recording from November 19, 2016, revealed that our agent offered to ship a replacement receiver to your home for only $(shipping cost)You stated that you would only be at this home until Monday (November 21, 2016) and you asked if a technician could deliver the replacement receiverOur agent advised you that this was not an option and offered to ship the replacement receiver to an alternate addressYou declined and stated that you would call us backThe next call that we received was from [redacted] to activate a replacement receiverWe are unable to provide you with a refund since you did not pay DISH Network directlyHowever, as a courtesy, I applied a credit of $to your DISH Network account You also told me that although your DISH Network account was listed in your son-in-law’s name, it was supposed to be changed to your name in July Our records show that only the billing information was changed to your nameYour son-in-law remains the account holder because the account is attached to his personal informationTo resolve this matter, I offered to cancel the account and establish a new account using your personal informationYou agreedYour new account number is [redacted] Please be advised that the equipment and the $lump sum credit for the issue has been transferred to the new accountI also transferred the monthly credit of $that you were previously receivingThis credit will apply for the next two months If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
December 18, [redacted] Re: Revdex.com Complaint # [redacted] Dear Ms [redacted] : On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com You said you returned the leased equipment to DISH Network after your account was sent to collectionsYou requested that the information be removed from your credit report I attempted to reach you at ###-###-#### on December 15, and 17, I left three voice messages I was unable to locate your account with the information you provided in your correspondenceSo that I may assist you with this matter, please contact me directly and provide your 16-digit DISH Network account number If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST ###-###-#### cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
December 19, Dear Ms***: On December 19, 2016, we received your complaint, dated December 17, 2016, filed with the Revdex.com You said that you referred a friend to DISH Network through our promotion, but you did not receive the associated credits When we spoke, I informed you that our records do not reflect that the referral certificate you described was usedAs such, the credits were not appliedHowever, as a courtesy, I applied a monthly $credit to your account for ten months and, at your request, I also applied the same credit to your neighbor’s DISH Network account If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/08/03) */ July 14, Ms [redacted] Rose Hill Ave Ansonia, CT XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 13, 2015, we received your complaint, dated July 9, 2015, filed with the Revdex.com You disputed the remaining balance of $on your DISH Network account, indicating that you returned the equipment When I spoke with you by telephone today, I explained that the $balance was due to a dispute that you filed with your bank for a $automatic paymentThe $payment DISH Network collected from your bank on January 30, 2015, was deemed as a valid payment that was owedBy signing the dishNET agreement (copy enclosed), you authorized us to automatically collect for the early termination fee or unreturned equipment fee Here is a breakdown of transactions that resulted in the $balance: Date Transaction Charge/Credit Payment Payment Reversal (Refund) Total Amount Owed 1/12/Final programming bill $ /15/Early Termination Fee $$ 1/22/Unreturned Equipment $$ 1/22/Tax $$ 1/30/Payment $$ 1/30/Payment $$ 2/26/Unreturned Equipment credit $-$ 2/26/Tax credit $-$ 2/27/Payment $$- 3/6/Credit card dispute (refund) $$ 4/8/Non-refundable balance $$ As an exception, I removed the balance and there is no balance due Additionally, you expressed concern that your account was sent to collectionsI notified collections to remove this account from your credit report If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (XXX) XXX-XXXX Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/05) */ May 1, Mr [redacted] ** [redacted] ***, [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Mr [redacted] : On April 24, 2015, we received your complaint, dated April 21, 2015, filed with the Revdex.com You indicated your secondary receiver has not worked since you moved in June and that a recent technician visit verified that the receiver was not connectedThe receiver in question still does not work and you requested reimbursement for the additional receiver fee A review of this account reveals that there have never been any technical issues reportedOur records reveal that the technician visit was completed on November 28, We have had no report of technical issues after this datePlease note we are unaware of technical issues with your equipment unless you notify us about them Because the technician visit on November 28, 2015, indicated that the second receiver was not connected, I issued a refund for months for the $additional receiver fee (a total of $340.00) A box for the return of the receivers and remotes was delivered under UPS tracking number [redacted] on Wednesday, April 29, 2015, at 1:pmPlease keep the return tracking numbers for your records If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-*** Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
December 27, Ms [redacted] **[redacted] ***, ** *** Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On December 23, 2016, we received your complaint, dated December 22, 2016, filed with the Revdex.comYou disputed the balance associated with your DISH Network and [redacted] accountsWhen we spoke, I attempted to explain that a review of your calls to DISH Network revealed no requests to disconnect your account You contacted us on June 22, 2016, to ask about bundling your TV account with a new internet provider The agent with whom you spoke provided you with the phone numbers for [redacted] and [redacted] and you indicated that you would contact them about having internet service at your new addressWe received no further calls concerning your account and disconnecting your DISH Network account was not discussed at allAs we received no request to disconnect your account, it remained active until November 6, 2016, when it was disconnected due to non-payment As such, we are unable to waive your $balance Please note that I do not have access to [redacted] ’s billing, so you must contact them directly concerning their balanceAt your request, I contacted the collection company to request that they cease contact with youIf there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Tell us why here...April 11, Ms [redacted] ** *** Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On April 7, 2016, we received your rebuttal, dated April 6, 2016, filed with the Revdex.comYou expressed concern with the $paymentYou indicated that you also provided two contact phone numbers for your bankDuring out email correspondence, I informed you that the two contact phone numbers you provided are invalidBecause we are unable to locate the payment with the information you provided, I asked that you provide me with your bank name and address, so I may continue to research this matter If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:am to 2:pm MST [redacted]
March 6, Mrs [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrs [redacted] : On February 27, 2018, we received your complaint, dated February 26, 2018, filed with the Revdex.com You maintain that when you initiated service, you told the agent that you did not want the free three-month trial for premium channelsYou disputed the fees for the premium channels and you requested these charges be removed from your Windstream billYou also disputed your term commitment I attempted to reach you at ( [redacted] on February 27, 2018, and March and 5, I left two voice messagesOn one occasion, there was no option to leave a messageI also sent an email to [redacted] You established your service under the Digital Home Advantage promotion with a 24-month commitment through WindstreamYour sales call will be investigated internallyIf the service is canceled prior to the promotional fulfillment date, an early termination fee will applyPlease know that while DISH Network and Windstream offer bundle billing options, they are separate independent companies that set their own business policies and procedures Because we bill for service in advance, you were billed $for the premium channels from February 22, through March 21, The premium channels were removed from your account on February 26, A total credit of $was applied to your account for these channelsYou were only billed for one month of the premium channels after the free trial periodYou have a bundled bill and we are unable to immediately credit your Windstream accountThe credit will appear on your next bundled bill We regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because the parent company is responsible for their childrenYou authorized them to sell and advertise your productEnd of storyWhy do you not have an easy way to contact your network to stop the spam mailers from you? Sincerely, [redacted]
Dish network only restored the local channels after I had already canceled my service and after not having the local channels for plus months I spoke with a rep from the office of the president at Dish Network and got no where or no apology for the situation nor would they offer to waive the early termination fee or even part of it I was told that they do not negotiate with that fee I ended up paying the fee but I made it clear to them that I would never do business with Dish Network againI filed a Revdex.com and an FCC complaint and Dish Network did not even response to them for almost days In my opinion that shows me that Dish Network does not care about there customers and only there bottom line Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
July 22, Dear Mr [redacted] : On July 18, 2016, we received your complaint, dated July 14, 2016, filed with the Revdex.com You expressed concern about the level of customer service you received I attempted to reach you at *** [redacted] on July 20, and 22, Unfortunately, we were unable to speak directly As I advised you in my last voicemail, I reviewed your calls from July 10, 2016, to July 13, I found that the initial technical support agent you spoke with advised you that your receiver needed to be replaced He provided you with the correct procedure, which is: DISH Network will ship you a replacement receiver with instructions on activating it and you ship back the faulty receiver As you declined to plug the replacement receiver in yourself and requested a technician, you were provided with the available days and times for a technician visit As you indicated that the times that were provided would not work for you, the agent advised you that they would schedule you for a technician visit on Wednesday, July 13, 2016, but they would request that your appointment be moved forward to July 11, However, the agent also stated to you that she could not guarantee that the appointment would be moved She advised you that if we were able to move your appointment forward to the 11th, you would be contacted As we were not able to reschedule your appointment for July 11th, you received no follcall As you indicated that you did not receive service while the receiver was shipped to you, a time-without-service credit of $was applied to your account We sincerely regret that the service you received did not meet your expectations Your feedback will be used to improve our agents’ interactions with our customers If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri
Dear MrCollins: On February 10, 2016, we received your complaint, dated February 8, 2016, filed with the Revdex.comYou disputed the shipping fee applied to your DISH Network account, and you requested to have your satellite dish removedWhen we spoke, I explained that DISH Network does not request the return of your dish and, as it is considered a permanent fixture, it becomes your property once your account is disconnectedI also advised you that I made an exception and waived the $fee applied to your account, as a courtesyWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response / [redacted] (1000, 4, 2015/12/23) */ December 17, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On December 14, 2015, we received your complaint, dated December 11, 2015, filed with the Revdex.com Although I received your voicemail, my attempts to contact you by phone at (XXX) XXX-XXXX on December 14, and 16, 2015, were unsuccessful; however, I left three messages You expressed concern with the early termination fee to disconnect your internet serviceYou are dissatisfied with the service Your internet service was activated on September 19, 2015, with a 24-month commitmentThe Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the networkThese policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed I made an exception and waived the term commitment for your internet serviceYou may disconnect this service at any time without penaltyPlease be advised that the term commitment for your TV will still apply You also mentioned that you experienced technical issues with your TV service, purchased a modem that was not needed and the installation for the internet service was not completed; however, you confirmed that these issues were addressed If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [redacted] Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (2000, 6, 2016/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Response accepted only because I was alowed to cancel the Internet service without being charged the early termination feeTechnical support issues with poor internet service were never resolved
June 27, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On June 24, 2016, we received your complaint, dated June 22, 2016, filed with the Revdex.com You maintain that when you called us on June 15, 2016, to try to negotiate a price match for a DIRECTV offer, the agent told you there would be no charge to disconnect the service This account was established on April 9, 2015, under the Digital Home Advantage 24-month agreement (copy enclosed)Since you did not fulfill the commitment, you were charged a $early termination fee When I spoke with you by telephone today, I informed you that a review of the call on June 15, 2016, reveals that the early termination fee was not discussed and you were not told it would be waivedThe fee remains valid If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT [redacted]
Initial Business Response / [redacted] (1000, 10, 2015/06/29) */ June 25, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On June 19, 2015, we received your complaint, dated June 15, 2015, filed with the Revdex.com You said that you canceled your DISH Network account due to ongoing technical issuesYou requested that the early termination fee be waived When we spoke by phone, I advised you that I have met your request to waive the early termination feeYou will receive a refund of $ If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank youVery satisfied with the resolution
Dear Mr [redacted] : On April 19, 2016, we received your correspondence, dated April 18, 2016, filed with the Revdex.comYou said you were not advised of the cost for the DISH’n It Up (DIU) Hopper upgradeI attempted to reach you at ###-###-#### on April 21, and 25, I left three voice messagesA review of your two chats from April 4, 2016, reveals that the agents provided full disclosure for the DIU promotionOur agents informed you of the one-time fee of $for the Hopper and technician visitBecause you agreed to add the Protection Plan at $per month to your account, we discounted the technician visit to $The agents also informed you of the additional monthly equipment feesOn April 18, 2016, a courtesy credit of $was applied to your accountNo additional credit is warranted Although the billing is accurate, I also made an exception and waived your DIU early termination feeIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-####
December 14, 2017Mr [redacted] ** ***Re: Revdex.com Complaint # [redacted] Dear Mr***:On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com.You said that when you canceled your service, you were told by an agent that no fees would be applied to your account unless you failed to return the leased equipmentYou disputed the payment of $that was collectedYou requested a refund and said that you will pay the balance in January We have no record of the events you describedYou established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitmentUnder this promotion, you authorized DISH Network to collect a payment with your qualifying credit card account ending in [redacted] for the early termination and unreturned leased equipment feesI enclosed a copy of your signed DHA agreement for your reviewOur records reveal that your service was disconnected due to nonpayment on July 23, We have no record that you called to cancel your service prior to this dateBecause your account was disconnected prior to the promotional fulfillment date, you were billed $for the early termination feeA payment was collected for this fee on December 11, 2017, from your qualifying credit card accountPlease note that we sent a ten-day notification email to you at [redacted] on October 6, This notice discloses our upcoming attempts to collect payment for the early termination fee.When you spoke with MsKimber S***, a DISH Network Case Manager from the Executive Escalations Team, via email on December 12, 2017, she informed you that we are unable to honor your refund requestWe ask that the balance of $be paid for service rendered through the disconnection dateIf there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely,Christina A [redacted] Case Manager Executive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:am to 2:pm MST(720) 514-7082Enclosurecc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 9, 2015/05/07) */ May 5, Ms [redacted] - [redacted] Dr [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms [redacted] - [redacted] : On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the Revdex.com You expressed concern with the billing statements that you receivedYou maintain that you canceled your service as of December 31, You requested a letter from DISH Network confirming that you are no longer a customer Our records reveal that you contacted us on December 1, 2014, indicating that you would be out of the country for two monthsAt that time, your service was placed on DISH Pause for three monthsDISH Pause was removed on March 9, 2015, because the allowed time frame was exceededAs a result, your previous service charges were reinstatedNotification of the DISH Pause addition and removal was provided via email to ***[redacted] [redacted] @***.COM on the corresponding dates When you contacted us on March 31, 2015, regarding your billing dispute, you were told to disregard the billing statement and you were placed on paperless billing; however, your service was not disconnectedI apologize for this oversightAs you requested, I disconnected your serviceI also backdated your service charges, leaving a zero balance We strive to provide excellent service and regret that your experience was unfavorable If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-*** Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
[redacted] ** [redacted] *** [redacted] [redacted] Dear Mr [redacted] : On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.comYou expressed concern regarding the $price offered in a DISH Network promotionMy three attempts to contact you at ###-###-#### on January 7, and 11, 2015, were unsuccessfulHowever, I was able to leave a message and my contact informationI also sent an email to you at d [redacted] @gmail.com (copy enclosed), but I have not received a responsePlease contact me at ###-###-#### at your earliest convenience to address your concernI will be happy to review the offer you were providedSincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-#### [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Dear Ms***: On January 29, 2016, we received your complaint, dated January 28, 2016, filed with the Revdex.comYou indicated that your account should have been disconnected when you moved, but it was placed on DISH Pause and we charged you for service for nearly a yearYou stated that you were told that if you paid $there would be no other chargesTherefore, you disputed that this account was referred to collections and requested that it be removedA review of the call on November 3, 2014, reveals the agent with whom you spoke informed you that DISH Pause would be available for a maximum of nine monthsYou indicated that your new residence would be temporary and agreed to pause your account until you had a permanent residenceThe agent also advised you to take your receiver and remotes with you and we would install the system for free at the new locationYou requested that DISH Pause begin on Friday, October 7, You did not provide any new information (address, email address or phone number)During the time that your account was on DISH Pause, you were not billed for serviceHowever, DISH Pause expired on August 7, 2015, and you called to disconnect your service on October 6, After the service was disconnected, the return boxes shipped to the address listed on your accountYou called us on October 6, 2015, because you received an email showing a balance dueYou verified the address to be [redacted] ***The agent informed you that the early termination fee was $Although you stated that you already paid the early termination fee, we had not previously billed you for an early termination feeThe supervisor you spoke with removed the programming charges of $ During another call on October 15, 2015, the representative told you that unreturned equipment fees had not posted to your accountWhen I spoke with you by telephone today, you informed me that you changed your address during the call on October 6, I listened to the call again and found that during the supervisor call, the address was changedAs an exception, I reversed the $balance and submitted a refundI also removed the equipment from the account and notified collections to remove this account from your credit reportPlease allow six to eight weeks for the updateIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-####
December 9, Mr [redacted] **[redacted] ***, ** *** Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On December 5, 2016, we received your complaint, dated December 2, 2016, filed with the Revdex.comYou expressed concern with the monies you paid for a new receiverYou requested a refund, as you indicated that the receiver was in warrantyYou also stated that you had an unresolved issue from July 2016; however, you did not provide additional details Our records do not show that you purchased a receiver from DISH NetworkWhen we spoke by phone on December 7, 2016, you stated that when you contacted us regarding your equipment issues, you were told to contact a local retailerYou asked that DISH Network provide the retailer ( [redacted] ) with a new receiver so they can provide you with a refundPlease be advised that retailers are independent companies and any transactions through them are separate from DISH Network transactionsThey are also responsible for their own equipment inventory and sales A review of the customer service call recording from November 19, 2016, revealed that our agent offered to ship a replacement receiver to your home for only $(shipping cost)You stated that you would only be at this home until Monday (November 21, 2016) and you asked if a technician could deliver the replacement receiverOur agent advised you that this was not an option and offered to ship the replacement receiver to an alternate addressYou declined and stated that you would call us backThe next call that we received was from [redacted] to activate a replacement receiverWe are unable to provide you with a refund since you did not pay DISH Network directlyHowever, as a courtesy, I applied a credit of $to your DISH Network account You also told me that although your DISH Network account was listed in your son-in-law’s name, it was supposed to be changed to your name in July Our records show that only the billing information was changed to your nameYour son-in-law remains the account holder because the account is attached to his personal informationTo resolve this matter, I offered to cancel the account and establish a new account using your personal informationYou agreedYour new account number is [redacted] Please be advised that the equipment and the $lump sum credit for the issue has been transferred to the new accountI also transferred the monthly credit of $that you were previously receivingThis credit will apply for the next two months If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
December 18, [redacted] Re: Revdex.com Complaint # [redacted] Dear Ms [redacted] : On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com You said you returned the leased equipment to DISH Network after your account was sent to collectionsYou requested that the information be removed from your credit report I attempted to reach you at ###-###-#### on December 15, and 17, I left three voice messages I was unable to locate your account with the information you provided in your correspondenceSo that I may assist you with this matter, please contact me directly and provide your 16-digit DISH Network account number If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST ###-###-#### cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
December 19, Dear Ms***: On December 19, 2016, we received your complaint, dated December 17, 2016, filed with the Revdex.com You said that you referred a friend to DISH Network through our promotion, but you did not receive the associated credits When we spoke, I informed you that our records do not reflect that the referral certificate you described was usedAs such, the credits were not appliedHowever, as a courtesy, I applied a monthly $credit to your account for ten months and, at your request, I also applied the same credit to your neighbor’s DISH Network account If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/08/03) */ July 14, Ms [redacted] Rose Hill Ave Ansonia, CT XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 13, 2015, we received your complaint, dated July 9, 2015, filed with the Revdex.com You disputed the remaining balance of $on your DISH Network account, indicating that you returned the equipment When I spoke with you by telephone today, I explained that the $balance was due to a dispute that you filed with your bank for a $automatic paymentThe $payment DISH Network collected from your bank on January 30, 2015, was deemed as a valid payment that was owedBy signing the dishNET agreement (copy enclosed), you authorized us to automatically collect for the early termination fee or unreturned equipment fee Here is a breakdown of transactions that resulted in the $balance: Date Transaction Charge/Credit Payment Payment Reversal (Refund) Total Amount Owed 1/12/Final programming bill $ /15/Early Termination Fee $$ 1/22/Unreturned Equipment $$ 1/22/Tax $$ 1/30/Payment $$ 1/30/Payment $$ 2/26/Unreturned Equipment credit $-$ 2/26/Tax credit $-$ 2/27/Payment $$- 3/6/Credit card dispute (refund) $$ 4/8/Non-refundable balance $$ As an exception, I removed the balance and there is no balance due Additionally, you expressed concern that your account was sent to collectionsI notified collections to remove this account from your credit report If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (XXX) XXX-XXXX Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/05) */ May 1, Mr [redacted] ** [redacted] ***, [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Mr [redacted] : On April 24, 2015, we received your complaint, dated April 21, 2015, filed with the Revdex.com You indicated your secondary receiver has not worked since you moved in June and that a recent technician visit verified that the receiver was not connectedThe receiver in question still does not work and you requested reimbursement for the additional receiver fee A review of this account reveals that there have never been any technical issues reportedOur records reveal that the technician visit was completed on November 28, We have had no report of technical issues after this datePlease note we are unaware of technical issues with your equipment unless you notify us about them Because the technician visit on November 28, 2015, indicated that the second receiver was not connected, I issued a refund for months for the $additional receiver fee (a total of $340.00) A box for the return of the receivers and remotes was delivered under UPS tracking number [redacted] on Wednesday, April 29, 2015, at 1:pmPlease keep the return tracking numbers for your records If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-*** Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
December 27, Ms [redacted] **[redacted] ***, ** *** Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On December 23, 2016, we received your complaint, dated December 22, 2016, filed with the Revdex.comYou disputed the balance associated with your DISH Network and [redacted] accountsWhen we spoke, I attempted to explain that a review of your calls to DISH Network revealed no requests to disconnect your account You contacted us on June 22, 2016, to ask about bundling your TV account with a new internet provider The agent with whom you spoke provided you with the phone numbers for [redacted] and [redacted] and you indicated that you would contact them about having internet service at your new addressWe received no further calls concerning your account and disconnecting your DISH Network account was not discussed at allAs we received no request to disconnect your account, it remained active until November 6, 2016, when it was disconnected due to non-payment As such, we are unable to waive your $balance Please note that I do not have access to [redacted] ’s billing, so you must contact them directly concerning their balanceAt your request, I contacted the collection company to request that they cease contact with youIf there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Tell us why here...April 11, Ms [redacted] ** *** Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On April 7, 2016, we received your rebuttal, dated April 6, 2016, filed with the Revdex.comYou expressed concern with the $paymentYou indicated that you also provided two contact phone numbers for your bankDuring out email correspondence, I informed you that the two contact phone numbers you provided are invalidBecause we are unable to locate the payment with the information you provided, I asked that you provide me with your bank name and address, so I may continue to research this matter If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:am to 2:pm MST [redacted]
March 6, Mrs [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrs [redacted] : On February 27, 2018, we received your complaint, dated February 26, 2018, filed with the Revdex.com You maintain that when you initiated service, you told the agent that you did not want the free three-month trial for premium channelsYou disputed the fees for the premium channels and you requested these charges be removed from your Windstream billYou also disputed your term commitment I attempted to reach you at ( [redacted] on February 27, 2018, and March and 5, I left two voice messagesOn one occasion, there was no option to leave a messageI also sent an email to [redacted] You established your service under the Digital Home Advantage promotion with a 24-month commitment through WindstreamYour sales call will be investigated internallyIf the service is canceled prior to the promotional fulfillment date, an early termination fee will applyPlease know that while DISH Network and Windstream offer bundle billing options, they are separate independent companies that set their own business policies and procedures Because we bill for service in advance, you were billed $for the premium channels from February 22, through March 21, The premium channels were removed from your account on February 26, A total credit of $was applied to your account for these channelsYou were only billed for one month of the premium channels after the free trial periodYou have a bundled bill and we are unable to immediately credit your Windstream accountThe credit will appear on your next bundled bill We regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because the parent company is responsible for their childrenYou authorized them to sell and advertise your productEnd of storyWhy do you not have an easy way to contact your network to stop the spam mailers from you? Sincerely, [redacted]
Dish network only restored the local channels after I had already canceled my service and after not having the local channels for plus months I spoke with a rep from the office of the president at Dish Network and got no where or no apology for the situation nor would they offer to waive the early termination fee or even part of it I was told that they do not negotiate with that fee I ended up paying the fee but I made it clear to them that I would never do business with Dish Network againI filed a Revdex.com and an FCC complaint and Dish Network did not even response to them for almost days In my opinion that shows me that Dish Network does not care about there customers and only there bottom line Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
July 22, Dear Mr [redacted] : On July 18, 2016, we received your complaint, dated July 14, 2016, filed with the Revdex.com You expressed concern about the level of customer service you received I attempted to reach you at *** [redacted] on July 20, and 22, Unfortunately, we were unable to speak directly As I advised you in my last voicemail, I reviewed your calls from July 10, 2016, to July 13, I found that the initial technical support agent you spoke with advised you that your receiver needed to be replaced He provided you with the correct procedure, which is: DISH Network will ship you a replacement receiver with instructions on activating it and you ship back the faulty receiver As you declined to plug the replacement receiver in yourself and requested a technician, you were provided with the available days and times for a technician visit As you indicated that the times that were provided would not work for you, the agent advised you that they would schedule you for a technician visit on Wednesday, July 13, 2016, but they would request that your appointment be moved forward to July 11, However, the agent also stated to you that she could not guarantee that the appointment would be moved She advised you that if we were able to move your appointment forward to the 11th, you would be contacted As we were not able to reschedule your appointment for July 11th, you received no follcall As you indicated that you did not receive service while the receiver was shipped to you, a time-without-service credit of $was applied to your account We sincerely regret that the service you received did not meet your expectations Your feedback will be used to improve our agents’ interactions with our customers If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri